Guest Relations Manager, Hope Lodge

This is a full-time, salaried position scheduled for 37.5 hours per week.

As a member of the Hope Lodge management team, this position requires schedule flexibility, participation in rotating on-call coverage, occasional evening or overnight coverage when needed, and some holiday coverage.

ESSENTIAL FUNCTIONS:  

• Manage guest referrals and check-ins to ensure timely registration and room assignments (30%)
• Supervise concierge staff and provide training for excellent guest service (25%)
• Coordinate guest amenities, transportation, and special accommodations (15%)
• Maintain guest records and room inventory accurately (10%)
• Conduct inspections of guest rooms and public areas for readiness and cleanliness (10%)
• Address guest feedback and resolve concerns promptly (10%)

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required: ​High School Diploma or Equivalent​  

• Preferred Degree: ​Bachelor's Degree​  

• Minimum of 3 years of experience in guest relations, front desk management, or hospitality management, with at least 1-2 years in a supervisory or managerial role. 

• Valid Driver's License with Clean Driving Record is Required 

KNOWLEDGE, SKILLS, AND ABILITY:  

• Strong leadership and team management skills 

• Knowledge of hotel management systems and reservation software 

• Ability to analyze data and adjust processes to improve occupancy 

• Strong interpersonal and customer service skills 

• Ability to work in a fast-paced, guest-facing environment 

TRAVEL REQUIREMENTS:

• Travel Required for initial training upon hire, otherwise minimal travel required 

PHYSICAL REQUIREMENTS:  

• The Guest Relations Manager may need to spend extended periods standing or walking, especially during peak check-in/check-out times or while assisting guests throughout the facility. 

• Occasionally, the Guest Relations Manager may need to lift or carry items such as luggage or supplies for guests, particularly during room turnarounds or when assisting with guest needs. 

• Some manual tasks, such as arranging guest amenities or organizing front desk materials, may be required as part of daily operations, requiring manual dexterity and physical coordination. 

• In the event of emergencies or crises, the Guest Relations Manager may need to respond quickly and assist guests in evacuating the facility or accessing emergency services, potentially involving physical exertion and mobility. 

• Conducting room inspections to ensure cleanliness, safety, and readiness for guest occupancy may involve walking throughout the facility and performing physical tasks such as checking bedding, supplies, and amenities.